Many businesses use Google and Salesforce and also pay for Zoom or other call recorders. Why?
Streamline your tech stack and integrate Google Meets with Salesforce via Einstein Conversation Insights (ECI).
Get your calls recorded and transcribed by Salesforce along with call analysis for keyword tracking and coaching. Ditch expensive third-party apps that also require additional integration costs.
Here is an example of a project where we did just that.
Project Highlights
- Client was using Chrous.ai to record calls, collect call transcripts, and analyze sales calls for training and coaching purposes.
- They wanted to replicate these features on the Salesforce platform and discontinue Chorus.ai.
- We moved them to a Google Meets integration with Salesforce Einstein Conversation Insights (ECI).
- We completed a data migration from Chorus.ai to Salesforce so they would not lose historical call data and we presented Chorus.ai’s JSON formatted data in an elegant and readable Salesforce LWC.
Project Summary
Let’s get that Google Meets integration set up…
Since my client was no longer recording calls in Chorus, we moved quickly to a Google Meet integration with Salesforce. This required Einstein Conversation Insights (ECI) licenses and – obviously – a Google workspace. For those of you using other call recorders like Zoom, but who also use Google workspace, know that you can just use Google Meets moving forward and connect the call recordings to Salesforce to be analyzed by Einstein (ECI).
Now what about all this historical data…
How to store historical Chorus.ai data?
They had assumed their Chorus.ai data could simply be migrated to Salesforce and associated with the related Leads and Contacts. However, Chorus.ai had over 800 GB of data – far too much data to store in Salesforce. This included call transcripts and call recordings. So I suggested storing the data in Google Drive or Box.com and integrating their storage choice to Salesforce. In other words, the ability to reference Google Drive or Box.com data from Salesforce Leads or Contacts.
How to export historical Chorus.ai data?
However, another challenge presented itself – shockingly there was no way to mass export data from Chorus.ai. It would have to be done manually unless we could come up with a different solution. So we designed a Python script that mimicked “human mouse clicks” allowing the data to be downloaded with no human intervention.
How to present this data in Salesforce?
Presentation is key so we had to think about data presentation in Salesforce from a UI/UX perspective. Are we just going to paste the transcript into a long text area field on a Lead or Contact? Or use a Task record to store it and relate that to a Lead or Contact? None of these were good options – too messy and unstructured and nearly impossible to read for members of the sales team and management.
Chorus.ai provides data in JSON format, which includes information about conversation metrics, participants, time, and text, and all of this allows it to conduct its “interaction analysis” for coaching and training purposes. So we had to determine how to get this JSON formatted data into Salesforce in an easy to read and elegant format. The solution was a LWC (Lightning Web Component). This is a very powerful and useful Salesforce tool and it has served us well over the years in solving a variety of different business problems. For this case, it was necessary for dynamically displaying and interactively processing this JSON data in Salesforce. The LWC restructures the Chorus.ai data for rendering on the Salesforce platform, providing a visually appealing solution to originally unreadable data. Sales reps and management could then actually read the historical Chorus.ai transcripts from within Salesforce – hooray for User Interface and User Experience design! And hooray for LWCs!
Evolution of JSON Formatted Data to Salesforce Lightning Web Component
There you have it – our client moved off of an expensive platform (Chorus.ai) that they were not fully utilizing, transitioned to a call recording integration via Google Meets for a fraction of the price (just required purchase of those ECI licenses), and still got call interaction analysis from ECI which was not as robust as Chorus.ai but solved the needs they had. And let’s not forget they retained all of that valuable historical call data from Chorus.ai via a data migration.
If you have similar needs or if you’d like to explore how to streamline your tech stack by moving more external apps and features onto the Salesforce platform, shoot me an email!
Thanks!
Roy Wimer
